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Hawaiian Telcom Communications, Inc.This business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Hawaiian Telcom Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1/5 stars
Average of 34 Customer Reviews
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Review fromMario Y
Date: 04/01/2023
1 starMario Y
Date: 04/01/2023
I called regarding a problem with the internet service on 3/23/23. The girl that answered the number regarding internet problem, after explainig my problem told me if she could put me on a short hold, I said "no problem" , this happened baout 6-7 times. She then told me she would have someone call me back, I told her great, about how long? About 30 minutes she replied. Great, I hung up. This was approximately ****. I stayed home all say, NO CALL BACK.On 3/26/23, I again called Hawaiian Telcom regarding my internet problem. Again went through the "let me put you on a shor hold". Again, 6 or 7 times, then was told that she would have someone call me back. I told her about what I was told on the 23rd, she told me yes, but the call back would be between 24 and 48 hours.Today is April 1, 2023, no call back yet.Is this how this company deals with this? I don't know. But I would think this is a very POOR company. No customer support. Am looking to change from this company to another one as this is the WORST I have ever incountered. Trying to locate a manager of some kind is impossible. I have sent a letter to the editor of our only daily newspaper as I would like others to know the service they would get by going with this company.I've lived here all my life and have never seen anything like this. Others should know before they pick this company for their internet service. MahaloHawaiian Telcom Communications, Inc.
Date: 04/04/2023
Customer Relations emailed the reviewer to apologize and request for contact information. We will assist as needed once we receive the contact information.Review fromN. S.
Date: 02/09/2023
1 starN. S.
Date: 02/09/2023
I'm surprised that Hawn Telcom offers such poor support; one of the reasons why I've stayed with them was their earlier customer service. I need to get my black Zyxel internet box replaced because the internet plug in socket is broken so I have NO INTERNET service. Called both Kapolei and Bishop St. to see if I can bring it in to get a new one. Both lines don't answer and when prompted to leave a message, the mailbox is full. Just want to ask a question and even their customer service rep said to call these places. Hopefully this post will get results.Hawaiian Telcom Communications, Inc.
Date: 02/10/2023
Hawaiian Telcom Customer Relations sent an email to apologize and to obtain information to contact and verify identification of complainant. Upon verification, we will address complainant's concerns.N. S.
Date: 02/13/2023
Follow-up to my original post. Based on this review, Hawaiian Telcom did contact me by email. However, I was able to get help through another department and obtained a replacement box at their ******* center; I finally have an internet connection again. Although their customer service phone lines are poor (obviously a call center that is not here in the islands), technical support helped to resolve my issue and I appreciate the local folks who work there and genuinely wanted to help, and provided information and assistance.Review fromJOSEPH R.
Date: 01/20/2023
1 starJOSEPH R.
Date: 01/20/2023
I called about a sudden rise to my home phone, internet and tv plan. Calling **************** is at a *********** in ***********. I am retired on fix income and asked why the increase in fees. Was told discounts expired and no other discounts available. The customer service rep was not empathetic nor provided any other assistance. I miss working with the local customer service representative in ******. They understand our needs. The overseas *********** cannot understand what we deal with here in ******. Bring back the local customer service department to ******. We deserve better.Hawaiian Telcom Communications, Inc.
Date: 01/22/2023
Hawaiian Telcom apologizes for your experience. An email was sent with a request for the reviewer's account number and contact number. We would like to follow up and work on improvements. Mahalo.Review fromM. H.
Date: 01/18/2023
1 starM. H.
Date: 01/18/2023
customer service lines are rerouted to ***************. when asking for a floor supervisor THERE ARE NO SUPERVISORS ON THE ***** no one above the customer service reps and they barely know what they are talking about. when asked to connect to someone in ****** it is impossible. they instead tell you to leave a message and will receive a call back in 24 hours. a month and a half later no call back from anyone at Hawaiian telcom in ****** or in *************** for that matter.when going into Hawaiian telcoms main building on ****** street at location the receptionist tells you to call the customer service number connecting you with someone in *************** it is near impossible to get an actual person to talk to even in person. we were forced to wait in the lobby of the building for a little over an hour after trying to get in contact with a manager or supervisor (someone with authority) in ****** over the phone for the past month and a half. after a higher up FINALLY came downstairs after jumping thru massive hoops they made me sit in the lobby while they researched my account upstairs and come to find out they were overcharging my monthly bill by almost double.on top of this I had multiple techs come out to my home to fix my net because it kept having issues. instead of doing his job the tech 1 had no idea what he was even coming out to my house for going so far as to ask me what he was doing and why he was even here in the first place. than suggested that i get rid of extremally expensive networking equipment because "that was causing the problem". when the next tech came out turns out it was the wiring and there was absolutely nothing wrong with the networking equipment the tech said to get rid. so not only do they have no transparency between the techs and the operators but it seems some of the techs just either don't care or have no idea what they are actually doing Not good customer service.Hawaiian Telcom Communications, Inc.
Date: 01/22/2023
Hawaiian Telcom apologizes for your experience. An email was sent with a request for the reviewer's account number and contact number. We would like to follow up and work on improvements. Mahalo.M. H.
Date: 01/24/2023
actt#: *************** ph#: 8**SSN**Review fromEM
Date: 12/11/2022
1 starEM
Date: 12/11/2022
I know now that using this service from here is useless. First is that the customer service line is rerouted to another country which most of the people unaware what you're talking about, then the my account feature on the site needs to pull up more faster, and the times you're not gonna get a live person unless you go directly to the store, I'm reconsidering signing up for service. I'm wandering if anyone else has dealed with this obstacles?Hawaiian Telcom Communications, Inc.
Date: 12/14/2022
Customer Relations sent an email to the Reviewer to provide contact information and offer assistance.Review fromSJ T
Date: 11/27/2022
1 starSJ T
Date: 11/27/2022
Unfortunately for us, Hawaiian Telcom was the only provider available to our home so we've had their services for the last three years. During the first 12 months of service, our internet would drop out **** times per hour and have a reboot time of up to 5 minutes. It made working from home and going to school online extremely difficult. Multiple technicians came to our home and told us the problem was with the wiring on the property. Before doing anything to the wiring in our home, I connected our router directly to the Network Interface Device where service comes in from the street to our house. Within minutes we were able to see that the issue lay on the side of Hawaiian Telcom's line and not the wiring in our house. After a year of service, they finally repaired the copper wiring to our NID. We are in an area with no Fiber network and rely on DSL, so our internet download speed never went above 5mbps, but we were happy to have more consistent service.This month, our internet went out on 11/14/22 and is still out today, 11/27/22. We've made multiple calls to the company, which has given three different reasons for the outage and two different days of the expected return of service. The latest date was 12/9/22 which would mean a complete outage of 25 days, with no notice or updates from the company without us contacting them.Thankfully, we finally have an alternative internet option with TMobile's home internet which we picked up yesterday. Quite relieved to be done with Hawaiian Telcom's service.Hawaiian Telcom Communications, Inc.
Date: 12/14/2022
Customer Relations emailed the reviewer to provide contact information and offer assistance.Review fromK. W.
Date: 10/26/2022
1 starK. W.
Date: 10/26/2022
Have contacted Hawaiian Telcom as my elderly parents have been without a landline and a ticket number was issued the beginning of October. After two weeks of nothing, I followed up. Got apologies and a "have issued a medical/elderly expeditious request". Followed up every 2 days and nothing. No one returns the call or responds to emails. Initially told it could take up to 30 days. My parents have no means of communication in case of an emergency. I reiterated that to the customer service representative. Still, today, nothing. And when I tried to do a live chat, providing my name and email and the situation, I get the automated sorry but leave a message type of deal.Poor, poor service for the elderly. Should an emergency arise, Hawaiian Tel should be held responsible.Hawaiian Telcom Communications, Inc.
Date: 11/06/2022
Sent an email with my contact information to apologize and offered to assist.Hawaiian Telcom Communications, Inc.
Date: 11/06/2022
Sent an email with my contact information to apologize and offered to assist.K. W.
Date: 11/16/2022
Received response from Hawaiian Telcom customer relations. Have since responded as through all of this, they still charged my elderly parents for services they never received.Review fromJohn S
Date: 09/07/2022
1 starJohn S
Date: 09/07/2022
If you WFH, forget about this provider. Their tech is so booked up and unable to come in 10 business days!! Requested for an expedited service, they kept saying tomorrow on the day you call for an update. The number of techs are not enough to handle the amount of issues. Bad management!!Hawaiian Telcom Communications, Inc.
Date: 09/07/2022
Sent an email with my contact information to the Reviewer. Will do my best to assist.Review fromCathy M
Date: 08/11/2022
1 starCathy M
Date: 08/11/2022
8-11-2020 Hawaiian Tel was scheduled to come to our house to repair our landline because our phone has static on ********* said its the copper *********** can & will fix ******* were told that their repair technician would be at our house between 8:00am-5:00pm to repair it on 8-11-2020. In reality hawaiian tel didnt fix our landline despite them saying they would, & on top of that their repair technician didnt even show up on 8-11-2020 & on top of that the history of hawaiian tel repeatedly failing to fix our landline makes us feel incredibly inconvenienced & fed-up among other things. More recently I was told that it was actually a Fiber Optic Sales person not the repair/service technician that was sent to our house the other time & that the fiber sales people make commission I learned that only after the fact from some other hawaiian tel technician who told me that. We thought if a hawaiian tel person came to our house its cuz they were going to fix our landline. A HT tech called me on my cell (cuz our landline doesnt work) saying hes going to check the box on the street, the sidewalk, cuz *********** accumulates *********** a common thing causing the problem. But never heard from that guy again as to what happened. Another time a HT technician said hed put in a request himself to get it fixed cuz they can fix *********ll call me. Nothing happened. HI Tel bills us monthly but our phone still isnt fixed. We cant even dial 911 or 0 w/our phone. HT said they can fix it but it can take months to get a technician scheduled. Another time I was told it doesnt take that long. Once I was told their fiber optic doesnt take that long to install & its easy & just have to run a fiber line from my homes outside electrical box to the sidewalk. Another time a technician said thats not how its installed etc. Blah blah blah. HT still didnt fix our landline since 2020 like they said they would & it feels extremely frustrating for ********** not all.Hawaiian Telcom Communications, Inc.
Date: 08/13/2022
Aloha! I'm sorry to hear about your experience. I will send you an email and would appreciate an opportunity to help. Mahalo.Review fromDavid B
Date: 07/29/2022
1 starDavid B
Date: 07/29/2022
I have been receiving Internet fiber service 300-down 15-up that started 03/28/21. Today 07/29/22 I was told by the tech that I have been receiving 10-down and 1-up all this time. That is DSL speed and NOT High ********************** as stated on the **** every month. Hawaiian Telcom is committing fraud and lying to its customer's about the ******************** they are providing. I can see why they are NOT BBB accredited.Hawaiian Telcom Communications, Inc.
Date: 08/02/2022
On 8/1/22, I emailed the complainant to provide me with his account number and a phone number I can reach him at, so that I may further assist him.
Hawaiian Telcom Communications, Inc. is NOT a BBB Accredited Business.
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